Why 48 hours
Users read response timestamps as a quality signal, and review-and-response pairs may become evidence for assistants. Set and monitor a prompt internal response standard.
Team structure
Assign one accountable owner, a small responder pool and a weekly reviewer who samples replies for voice consistency. Staff the work according to actual review volume and complexity.
Macros vs voice
Never boilerplate. Macros are starting points, not endpoints, every reply must reference the specific complaint. Voice is category-appropriate: enterprise apps use professional; consumer utilities use warm; gaming uses playful. Audit voice weekly.
Escalation ladder
1★ with a legitimate bug: engineering triage within 24 hours, respond with the ticket number. 1★ with a paywall complaint: product review, respond with product context. 1★ trolling: respond politely once, mute internally. Refund request: route to support, respond with escalation path.
The weekly report
Report median response time, response rate by star, leading review themes, complaints resolved by product releases and a qualitative note on voice or category behaviour.